Stories from the River

What if your customer service team received daily shout-outs from happy customers? 📞 The Broad River Retail handles around 5,000 contacts per week with an average answer time of just 15 seconds and maintaining a remarkable 98% quality score. Charlie Malouf is joined by Wes Dudley, Vice President of Customer Experience, and Anita Harris, Director of Customer Experience in our latest episode. The three discuss how the CX Team at BRR exceeds expectations and turns complaints into compliments. Curious to learn more about how to elevate your customer experience? Watch the full episode, link in the comments!

Incremental improvements add up over time 📈 

How can a remodel boost sales and team morale? 📈 Investing in store upgrades isn’t just about aesthetics. From new lighting to modern design elements, these changes spark excitement and keep teams motivated. Tim and Charlie discuss how these renovations impact performance, morale, and the overall customer experience. In our latest episode, Charlie Malouf talks with Tim Sayles, Director of Construction & Facilities at Broad River Retail. Tim is essential in revitalizing Broad River's Ashley Stores, making them more exciting and welcoming for both guests and Memory Makers. Want to learn how Broad River Retail is keeping things fresh? Listen to the full conversation, and let us know what you think! The episode link is in the comments.

Have you ever thought of feedback as a gift? 🎁 Heather Greenwood and Krissy Whitley join Charlie Malouf to discuss how feedback from Memory Makers became the driving force behind new initiatives at Broad River Retail. With the help of survey action committees, they transformed engagement survey results into efforts like Personal Wellness Days and Split Shift Saturdays, all aimed at boosting job satisfaction and retention. Feedback isn't just something we collect at Broad River Retail, it’s something we act on. Watch the full episode to see how you can turn ideas into impact and discover why feedback could be the key to unlocking growth in your organization. Link in the comments! 🎧

The energy of our Memory Makers during store openings is unmatched! It’s like a summer camp where everyone comes together to work hard, support each other, and create something great. Erin Reavis, our Visual Impact Operations Manager who has been a part of 12 store openings, shares how the team’s camaraderie makes these long days not just productive but meaningful. Our Visual Impact team always steps up and is ready to hit the ground running. Their dedication ensures that every new store delivers an exceptional experience for our guests! Find the full Stories from the River episode featuring Erin in the comments.

Find your why -- the ultimate motivation hack 🔑

Ashley and Broad River Retail (BRR) celebrated the Grand Opening and Ribbon Cutting of the new Rock Hill, SC retail location. During the celebration, BRR presented a donation to Samaritan's Purse and Beds for Kids for hurricane relief efforts! Read more: https://lnkd.in/eb4nG5HZ

Build transparency and trust across a hybrid workforce Charlie Malouf chats with Kim Harkness, Vice President of Marketing, Communications, and Community Outreach, about the origins of Broad River Retail's town halls in our latest episode. Kim shares how the quarterly town halls evolved from a crisis response into a vital part of the culture, keeping Memory Makers connected. From performance updates to celebrating milestones, these town halls foster transparency and community, making them a favorite among employees. 🎙️ Want to hear how we bring everyone together? Find the full episode link in the comments!

Want to build trust at work? Start by being yourself! Davin Salvagno shares a powerful message about how trust breaks down when we’re not being real with each other. When people feel the need to hide who they are, it gets in the way of forming genuine connections. So, what’s the secret? Being vulnerable. When everyone shows up as their true selves, it helps build real connections. This leads to stronger relationships and a healthier workplace culture. Learn more about the power of honest conversations in our latest episode. Link in the comments!

How can a business build trust with its employees? 🤨